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AS9120 Customer Communication and Satisfaction Audit Checklist

A comprehensive checklist for auditing customer communication and satisfaction processes in aerospace and defense organizations against AS9120 requirements, focusing on customer needs assessment, feedback collection, and satisfaction measurement.

AS9120 Customer Communication and Satisfaction Audit Checklist

by: audit-now
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About This Checklist

The AS9120 Customer Communication and Satisfaction Audit Checklist is a crucial tool for aerospace and defense organizations to ensure compliance with customer-related requirements of the AS9120 standard. This comprehensive checklist focuses on evaluating and improving customer communication processes, feedback mechanisms, and satisfaction measurement within the aerospace supply chain. By implementing this checklist, companies can enhance their customer relationships, improve responsiveness to customer needs, and maintain compliance with AS9120 requirements, ultimately contributing to increased customer satisfaction and loyalty in the aerospace industry.

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Industry

Aerospace and Defense

Standard

AS9120 - Aerospace Distribution QMS

Workspaces

Customer Service Centers
Event Venues and Platforms
Office Buildings

Occupations

Customer Service Manager
Account Executive
Quality Assurance Specialist
Marketing Analyst
Technical Support Specialist
1
Are there documented procedures for customer communication?
2
Is there a structured approach to respond to customer feedback?
3
What is the most recent customer satisfaction score?
Min: 1
Target: 4
Max: 5
4
Describe the process of assessing customer needs.
5
Are there strategies in place for customer retention?
6
Is there a system in place for identifying customer property?
7
What is the current status of customer property handling?
8
Are there documented procedures for handling customer property?
9
How often are audits conducted on customer property?
Min: 1
Target: 6
Max: 12
10
Describe the process for reporting incidents related to customer property.
11
What methodology is used for customer satisfaction surveys?
12
What is the average response rate for customer satisfaction surveys?
13
What is the current Net Promoter Score?
Min: -100
Target: 50
Max: 100
14
How is customer feedback analyzed and utilized?
15
Is there a system in place to follow up on customer feedback?
16
Is there an established customer engagement strategy in place?
17
How frequently are customer engagement activities conducted?
18
What is the current customer retention rate percentage?
Min: 0
Target: 85
Max: 100
19
How is feedback from customer engagement activities collected and analyzed?
20
When was the last customer engagement activity conducted?
21
Is accurate product information readily available to customers?
22
How often is product information updated?
23
What is the average response time for customer queries regarding product information?
Min: 1
Target: 24
Max: 72
24
What channels are used for communicating product information to customers?
25
When was the product information last updated?

FAQs

The checklist includes items to verify processes for capturing, documenting, and reviewing customer requirements, including both stated and implied needs specific to aerospace products and services.

It addresses the establishment and maintenance of feedback channels, methods for collecting customer feedback, and processes for analyzing and acting upon customer input and complaints.

The checklist includes verification of processes for identifying, verifying, protecting, and safeguarding customer-supplied property, including intellectual property and sensitive data.

It covers the implementation of customer satisfaction surveys, performance metrics tracking, and analysis of customer retention rates to gauge overall satisfaction levels.

The checklist includes items to verify that accurate and complete information about products, services, and order status is communicated to customers in a timely and accessible manner.

Benefits of AS9120 Customer Communication and Satisfaction Audit Checklist

Ensures compliance with AS9120 customer-related requirements

Improves customer communication processes and responsiveness

Enhances customer satisfaction measurement and analysis

Reduces risks associated with miscommunication or unmet customer expectations

Facilitates continuous improvement in customer service quality